Terrible Service - Mall Of Africa - Maneo Lesekele

Good afternoon Customer Service,

I am very disappointed as I write this email to you this afternoon.

I was approved for a Woolworths store card yesterday , and went into the Mall of Africa Woolworths to pick up my card as arranged with the agent that I spoke with.

I was married last year in June, and my ID has not yet been changed to my new surname, so they could not give me my card.

I understand that the company has policies that we need to abide by to prevent ***** and identity theft. I completely agree with it, and appreciate the lengths of security that you are taking with especially new clients.

The problem I have is with the attitude of Maneo Lesekele. She has a terrible attitude , When I got there this morning, about 10 h45 , she was busy talking on her cell phone, sitting on the couches that you have in front of the WFS Department. When I took out my marriage certificate, and ID copy, she immediately started shaking her head to gesture that she can’t assist me. I then asked if I could call head office while I was there, and she said that I was not allowed to use the phones in the department, so I then called from my cell phone. While speaking to the assistant on the phone, she said that it would be an inconvenience for her to fill our an “update” form for me, which is what the agent on the phone advised that I should do.

While I was still on the phone with Woolworths Headoffice , there were 3 other people in the same department that she was talking to in their native language, and laughing , it was quite rude and insulting. ( I would like to request that you play back the footage to verify this , date : 13 10 2020 @ between 10h45 and 12h30 ) I was there with a friend of mine from work,( copied to this email as witness) and Maneo continued their conversation, in their mother tongue and laughed while looking at us both. Eventually she called a store manager that was available at the time, her name is Zama and the other manager that assisted me was Siviwe – Both Zama and Siviwe were very helpful, even though I still didn’t get my card, they were so accommodating, they explained what the process was and even offered solutions to be able to help me.

All this time that Zama and Siviwe tried to help me, MANEO sat on the couch with her cell phone, basically falling asleep on that couch as you will see on the video footage.

Before I left your store I then asked for Maneo’s name, she came to the front where we were standing with quite an attitude, and just showed her badge, I pronounced her name wrong when I asked my friend to write it down, and she said it’s not the way its pronounced, in a very arrogant manner , let me go further to say… I am of Indian decent, so pronouncing all names, is not very east or comes very naturally as you can imagine.

She went further to ask if I wanted he staff number too , she really has a bad attitude, very very insulting and demeaning, for a new customer to experience that was really upsetting this morning.

I would like to have feedback please of the outcome of the situation and I urge you to please pull out the footage from the times that I was there this morning when the incident occurred.

I have also posted a complaint on Hello Peter, I honestly don’t believe that Maneo should be client facing at all, she just does not have the personality for it. I walked into a woollies at one of the biggest malls in South Africa this morning, and I felt like it was a ****a shop at a taxi rank this morning, It’s really not a good look for a big chain store, associated with one of the biggest banks in SA. Thank you for your time in reading my email, I hope to hear from you soon.